Changing Agent Capacities

1. To specify that calls are automatically allocated to agents, tick the Automatically allocate items for this channel checkbox
2. To disable automatic allocation (so that calls must be manually taken from the call queues by agents), untick the Automatically allocate items for this channel checkbox

Note: By default, calls are automatically allocated to the next available agent.

Note: For calls, the Maximum number of items allocated to an agent parameter is not configurable. This is because the number is fixed at 1.

1. To specify the Maximum number of items allocated to an agent, select a number using the up and down arrows
   • Note: This is the default setting for the system. If a different default value is set for an individual queue, that will be used instead
2. To specify that items from other channels are not allocated to agents if they are already handling a webchat, tick the Don’t allocate items from other channels when the agent has items checkbox
   • Note: See the definitions below to understand what happens when this is set (checkbox is ticked) vs not set (checkbox is unticked)
3. To specify that webchats are automatically allocated to agents, tick the Automatically allocate items for this channel checkbox
4. To disable automatic allocation (so that webchats must be manually taken from the webchat queues by agents), untick the Automatically allocate items for this channel checkbox
   • Note: By default, webchats are automatically allocated to the next available agent (checkbox is ticked). If automatic allocation is enabled for webchats, an alerting icon (a ringing bell) is displayed when a webchat arrives in an agent’s inbox.
   • Note: This is the default setting for the system. If a different default value is set for an individual queue, that will be used instead. For webchats, this value is used only if the Maximum Number Of Webchats Per Agent parameter for the webchat queue is set to 0 (Webchat > Webchat Queues > Advanced).

1. To specify the Maximum number of items allocated to an agent, select a number using the up and down arrows
   • Note: This is the default setting for the system. If a different default value is set for an individual queue, that will be used instead.
2. To specify that items from other channels are not allocated to agents if they are already handling an email, tick the Don’t allocate items from other channels when the agent has items checkbox
   • Note: See the definitions below to understand what happens when this is set (checkbox is ticked) vs not set (checkbox is unticked)
3. To specify that emails are automatically allocated to agents, tick the Automatically allocate items for this channel checkbox
4. To disable automatic allocation (so that emails must be manually taken from the email queues by agents), untick the Automatically allocate items for this channel checkbox

1. To specify the Maximum number of items allocated to an agent, select a number using the up and down arrows
   • Note: This is the default setting for the system. If a different default value is set for an individual queue, that will be used instead
2. To specify that SMS messages are automatically allocated to agents, tick the Automatically allocate items for this channel checkbox
3. To disable automatic allocation (so that SMS messages must be manually taken from the SMS queues by agents), untick the Automatically allocate items for this channel checkbox

• Automatically allocate items for this channel: Whether or not calls are automatically allocated to agents.
  • Note: By default, calls are automatically allocated to the next available agent.
  • If automatic allocation is disabled for calls (checkbox is unticked), calls must be manually taken from the call queues by agents.

• Maximum number of items allocated to an agent: A value that determines how many webchats can be allocated to each agent simultaneously.
  • Note: This is the default setting for the system. If a different default value is set for an individual queue, that will be used instead.
  • This value is used only if the Maximum Number Of Webchats Per Agent parameter for the webchat queue is set to 0 (Webchat > Webchat Queues > Advanced).
• Don’t allocate items from other channels when the agent has items: Whether or not items from other channels are allocated to agents if they are already handling a webchat.
  • If this is set (checkbox is ticked):
    • When the agent is handling a webchat, other channel items (including new incoming calls) cannot interrupt the current active webchat and cannot be allocated to the agent’s inbox. If a new call (or other higher-priority item) arrives, it will be queued instead.
    • When the agent completes the current active webchat and there are other items that are queued:
      • If an item’s channel has higher priority than the webchat channel, that item will be assigned to the agent first (i.e. the higher-priority item will automatically become the agent’s new active item), even if the agent has other webchats waiting in their inbox. For example, a call can take priority over a webchat if the call has higher priority.
      • If no other channels have a higher priority than the webchat channel and an agent has additional webchats in their inbox, the agent will proceed with the next webchat in their inbox, while calls/other items remain in the queues.
    • If the agent interrupts the current active webchat (for example, to make an outbound call), the agent is returned to the same webchat without any disruption. That is, even if multiple inbound calls or other higher-priority items are queued, the agent is automatically reassigned to their ongoing webchat upon completing the outbound call.
  • If this is not set (checkbox is unticked):
    • If the agent is handling a webchat and a new non-voice item arrives (webchat/email/WhatsApp message/work item), the new non-voice item can be allocated to the agent and placed in the agent’s inbox. (Non-voice items cannot interrupt the current active webchat.)
    • If the agent is handling a webchat and a new call arrives, the new call can interrupt the current active webchat and will be presented to the agent.
  • Note: By default, the checkbox is unticked (non-voice items can be allocated to agents if they are already handling a webchat).
• Automatically allocate items for this channel: Whether or not webchats are automatically allocated to agents.
  • Note: By default, webchats are automatically allocated to the next available agent.
  • If automatic allocation is disabled for webchats (checkbox is unticked), webchats must be manually taken from the webchat queues by agents.
  • If automatic allocation is enabled for webchats, an alerting icon (a ringing bell) is displayed when a webchat arrives in an agent’s inbox.

• Maximum number of items allocated to an agent: A value that determines how many emails can be allocated to each agent simultaneously.
  • Note: This is the default setting for the system. If a different default value is set for an individual queue, that will be used instead.
• Don’t allocate items from other channels when the agent has items: Whether or not items from other channels are allocated to agents if they are already handling an email.
  • If this is set (checkbox is ticked):
    • When the agent is handling an email, other channel items (including new incoming calls) cannot interrupt the current active email and cannot be allocated to the agent’s inbox. If a new call (or other higher-priority item) arrives, it will be queued instead.
    • When the agent completes the current active email and there are other items that are queued:
      • If an item’s channel has higher priority than the email channel, that item will be assigned to the agent first (i.e. the higher-priority item will automatically become the agent’s new active item), even if the agent has other emails waiting in their inbox. For example, a call can take priority over an email if the call has higher priority.
      • If no other channels have a higher priority than the email channel and an agent has additional emails in their inbox, the agent will proceed with the next email in their inbox, while calls/other items remain in the queues.
    • If the agent interrupts the current active email (for example, to make an outbound call), the agent is returned to the same email without any disruption. That is, even if multiple inbound calls or other higher-priority items are queued, the agent is automatically reassigned to their ongoing email upon completing the outbound call.
  • If this is not set (checkbox is unticked):
    • If the agent is handling an email and a new non-voice item arrives (webchat/email/WhatsApp message/work item), the new non-voice item can be allocated to the agent and placed in the agent’s inbox. (Non-voice items cannot interrupt the current active email.)
    • If the agent is handling an email and a new call arrives, the new call can interrupt the current active email and will be presented to the agent.
    • Note: By default, the checkbox is unticked (non-voice items can be allocated to agents if they are already handling an email).
• Automatically allocate items for this channel: Whether or not emails are automatically allocated to agents.
  • Note: By default, emails are not automatically allocated to the next available agent (checkbox is unticked). Emails must be manually taken from the email queues by agents.
  • If automatic allocation is enabled for emails, when an email is automatically allocated to an agent:
    • If the agent is available and has an empty inbox, the new email becomes their active item
    • If the agent is available but is currently handling an item, the email is added to their inbox but does not become their active item. Once the agent marks the currently active item as complete, the next item in their inbox becomes their active item.

• Maximum number of items allocated to an agent: A value that determines how many SMS messages can be allocated to each agent simultaneously.
• Automatically allocate items for this channel: Whether or not SMS messages are automatically allocated to agents.
  • Note: By default, SMS messages are not automatically allocated to the next available agent (checkbox is unticked). SMS messages must be manually taken from the SMS queues by agents.
  • If automatic allocation is enabled for SMS messages, an alerting icon (a ringing bell) is displayed when an SMS message arrives in an agent’s inbox.